Managing Agent Attrition for Better Performance with the use of Predictive Analytics

Introduction

For many in the call center industry, the attrition of their agents is considered an unavoidable but bearable “cost of doing business.” They seem surprised that it is a concern of their customers as well. In a recent analysis of the top twenty Business Process Outsourcing (BPO) vendors, in twelve of the twenty listed companies, the attrition of agents was called out as a major concern. The remaining eight were also called out for attrition-related issues such as “the lack of knowledge transfer,” “inexperience,” succession plans, etc.